Account Manager

Salary: £25,000 - £30,000 DOE

Location: Nelson

Working Hours: Monday - Friday 8:30/9:00 - 17:00/17:30

The role of an Account Manager is to drive net growth and increase product penetration into an existing base of customers – to be achieved by offering an excellent customer experience, effectively managing a pipeline of opportunities and recording all data in Daisy Central.

You’ll drive positive engagement with customers, understanding their needs and presenting solutions from both a sales and certain service aspects.

You will resign and retain your customer base and demonstrate a can do attitude to issue resolution and customer experience.

To achieve Net growth and increase product penetration through offering first class service levels, resigning and cross selling Daisy products into existing customers:

• It is your responsibility to increase product penetration across the existing business base of customers, via a high level of product knowledge across the Daisy product portfolio.
• By effective questioning of customers, establish customers’ needs for new/additional products and services and if necessary, engage with the appropriate specialist resource from within the Daisy team to meet the customers need.
• You will look to resign and retain customers, managing opportunities based on CEDs and risk as well as reactive ops and transfer requests.
• You will determine if the best course of action is to transact over the phone or if the bigger opportunity may be uncovered by sending a Field Account Manager out to visit a customer.
• You will look to bring new customers into Daisy from customer referrals or your own network.
• To ensure your product knowledge is at a level that enables you to identify opportunities to improve customers’ effectiveness/ improve their efficiency / reduce their operating costs.
• To ensure your product knowledge is at a level that enables you to identify customer issues and establish root causes and remedies to resolve.
• Work closely with support and specialists’ teams to provide high level of service and recommendations for your customer base.

Managing your existing base – customer service responsibilities:

• Attempt to resolve common customer issues ‘live’ and on first call with a customer
• It is your responsibility to raise a case with customer service for customers with service issues, and ensure all relevant details are provided within DC should you be unable to resolve the issue
• The responsibility for ensuring that the case has been resolved lies with you and you must communicate with the customer at all times.
• Customers that have had cases raised must be contacted once the case is closed to ensure that this has met the customers’ expectations.
• If a customer is at risk of cancelling and you cannot resolve the issues this must be flagged to your manager who will agree the most appropriate course of action.

Requirements

• Ability to demonstrate successful relationships being built and closed won sales is required on large size customers.
• Extensive experience in Account Management.
• Clear understanding of the objectives of commercial businesses across multiple verticals
• Can demonstrate the sales process.
• Be able to comfortably demonstrate Daisy’s core products into a commercial business at all senior levels.
• Can set personal development objectives.
• Utilises CRM systems to build pipeline and manage pipeline effectively.
• Clear and articulate written and verbal communication.
• Understanding of Daisy’s product portfolio and the benefits this provides our customers.
• Customer centric attitude.
• Can demonstrate that they can manage a base of existing customers with world class account management.